Clinical Apps Support Specialist

The Affidea Group is one of the Europe's leading out of hospital care providers. The business operates diagnostic imaging, community out of hospital clinics and minor injuries centres'.

We have a new and exciting opportunity for an IT Professional to join our Clinical Applications Support.

The Clinical Applications Support Specialist is responsible for the day-to-day support, maintenance, and continuous improvement of all clinical applications across the Ireland and UK cluster, including, but not limited to, the Radiology Information System (RIS), Picture Archiving and Communication System (PACS), Electronic Health Record (EHR), and Theatre Management Systems (TMS).

The post holder will manage, prioritise, troubleshoot, and resolve application-related incidents and service requests, working closely with end users, internal teams, and external vendors across the Ireland and UK cluster. The role requires strong problem-solving skills, a customer-focused approach, and hands-on technical expertise to ensure the reliability, performance, and continuous improvement of clinical applications while maintaining high levels of user satisfaction.

Responsibilities:

• Manage and provide support for clinical applications across the organisation.

• Ensure all incidents, service requests, and queries are accurately logged, categorised, prioritised, and managed in accordance with established Standard Operating Procedures (SOPs) and IT service management processes.

• Perform initial technical triage and assessment of application-related issues and requests.

• Conduct thorough troubleshooting and investigation to facilitate efficient resolution or escalation to specialist teams when required.

• Manage vendor relationships effectively, engaging with third-party providers and escalating issues in a timely and professional manner.

• Support the efficient management of imaging transfer applications between Affidea and external healthcare providers.

• Take full ownership of incidents and service requests, ensuring stakeholders are kept informed throughout the resolution process.

• Ensure agreed service levels and performance targets are consistently achieved.

• Act as a single point of contact for end users, including management, regarding clinical application issues and enquiries.

• Deliver a high-quality support service that meets and exceeds user expectations.

• Develop, maintain, and update end-user guides, training materials, and support documentation, while identifying opportunities for process improvement.

• Collaborate with vendors and business stakeholders to identify application enhancements and drive continuous innovation.

• Build and maintain a comprehensive knowledge base, ensuring documentation remains accurate and up to date.

• Participate in a rotational extended-hours support schedule as required.

• Perform application administration activities, including user account management and the processing of starter, mover, and leaver requests for clinical systems.

• Support the IT Manager with incident reviews and service provider performance assessments when requested.

• Maintain a thorough understanding of clinical applications, support procedures, customer service tools, and departmental processes to ensure effective service delivery.

Experience and competencies:

• 2–3 years' experience supporting clinical applications within the healthcare sector.

• Excellent written and verbal communication skills in English.

• Strong analytical and problem-solving abilities, with a proven capability to investigate and resolve application-related issues effectively.

• Demonstrated ability to work collaboratively within a team environment.

• Flexible and adaptable, with the ability to prioritise competing demands and perform effectively in a fast-paced setting.

• Hands-on experience diagnosing and resolving common issues related to healthcare and clinical applications.

• Strong organisational skills with excellent attention to detail.

• Willingness and ability to travel to clinic locations when required; access to personal transportation is advantageous but not essential.

Application Process:

By clicking apply to this role your application will not only be considered for this position, but your details will be stored on our database and may be considered for similar future positions that may arise. This means that the personal data contained in your application and provided to Affidea as part of the application process may be retained by us for up to 18 months from the date of your application. After this time, it will be deleted. If you do not wish your details to be stored on our recruitment database, please email Affidea recruitment stating this and we will ensure that such information is not stored other than for the purposes of this application. Please refer to our Recruitment Privacy Notice for more information or to Affidea’ s Data Privacy Notice for Recruitment.